Calibration Corner: Best Practices in Calibration and Scoring (Web Seminar):

This 90-minute web seminar outlines best practices for call calibration activities in the call center quality monitoring process. Students will learn how to set up calibration meetings, review calls and define objective criteria, and calculate standard deviation to assess the success of the calibration and standardization process.

Dates: February 3, August 16, October 5

Measuring quality through monitoring is an ongoing commitment that requires a calibration plan, a process, and the setting of realistic, attainable calibration goals. This session with help you develop a calibration program that includes all the right people and gives structure to your calibration meetings.

You will learn to set realistic standard deviation goals that will move you toward better calibration among supervisors, quality analysts and others involved in monitoring and providing agents with call feedback.
Seminar attendees will learn to:

- Identify the benefits of quality calibration and standardizing evaluation scores.
- Describe the components needed for effective calibration meetings.
- Design an effective quality calibration process.
- Calculate standard deviation and set realistic deviation goals.
- List the five critical factors for facilitating a productive calibration meeting.

Price: $300

An unlimited number of students may attend via a single web/audio connection. Additional connections for the same seminar are available for $150 for each additional connection.

This web seminar will be recorded and retained by The Call Center School, LLC. Your attendance constitutes permission for the recording of your voice and comments and The Call Center School’s right to use, distribute, and copy the recording, in whole or in part, in any form or media.
08/16/2012 01:00 PM
10/05/2012 01:00 PM

*Web seminar times are posted as Central Time.

The Call Center School
568 Grant Highway
Lebanon, TN 37090
phone: 615-812-8400
fax: 866-452-2122